Introduction
In the interest of providing services our customers can enjoy, we at microCMS Inc. take the feedback we receive through our customer support channels very seriously.
However, a select subset of customers uses this as a venue to engage in harassment.
We believe that in order to provide high-quality services, an environment in which our employees can work safely and feel respected is indispensable. To that end, we have elected to enact a Customer Harassment Policy.
Defining Customer Harassment
Among the various actions and communications we receive from customers and third parties (including business partners), those which are or may potentially be illegal (unjust actions), those which demand service outside the scope of our contractually-obligated duties or Terms of Service (unjust demands), or those employing socially-inappropriate methods, and which violate our employees’ dignity and/or work environment, will be deemed instances of customer harassment.
Responding to Customer Harassment
When we confirm an act of customer harassment against our employees, we reserve the right to refuse some or all business, customer service, or other contact with the offending party.
Furthermore, in cases deemed particularly malicious, we will consider retaining legal counsel and the services of Japan’s law enforcement institutions to take legal action pursuant to Japanese law.
Examples of Customer Harassment
- Unjust demands beyond the scope of our contracts or other legally binding agreements
- Threats, insults, defamation, discriminatory statements, or violent remarks
- Unreasonable demands for apology or financial restitution
- Monopolization of long stretches of time with repetition of similar complaints or demands
- Slander, libel, or dissemination of misinformation using the internet or social media
- Violence or other actions that provoke fear
- Sexual harassment (sexual remarks or behavior) or other actions that violate the dignity of our employees
- Inappropriate photography, audiovisual recording, or other violations of our employees’ privacy
- Actions that negatively impact our employees’ duties or mental health
The above list is only meant to serve as an example and should not be considered exhaustive.
microCMS Inc. will take any measures it deems appropriate to protect its employees from the above.
Conclusion
This is our original policy, based upon Japanese law.
We will continue to respect the human rights and dignity of both our customers and our employees and strive to build healthy and amicable relationships with our customers moving forward.
As we remain committed to delivering even better services under these healthy relationships, we highly appreciate your understanding and cooperation regarding this policy.
